Accessibility Policy – Customer Service Standards

Policy Statement 

The Clinic strives at all times to provide programs and services in a way that respects the dignity and independence of persons with disabilities. We are committed to ensuring that participants and clients with disabilities receive accessible programs and services with the same quality and timelines as others do, wherever possible. 

The Clinic supports the full inclusion of persons with disabilities in all the Clinic programs and services as set out in the Canadian Charter of Rights and FreedomsOntario Human Rights Code, the Ontarians with Disabilities Act (ODA), 2001 and the Accessibility for Ontarians with Disabilities Act (AODA), 2005. 

This policy is available in accessible formats upon request. 

Procedures 

Scope 

The responsibility for the implementation of this policy applies to the Clinic staff, volunteers, students, contractors and others who represent or are connected to the Clinic. 

Whether a person’s disability is apparent or not, everyone will be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with a Clinic program or services, its staff, volunteers and participants. 

This policy will address the following in respect of persons with disabilities: 

  • The provision of all programs and services offered by the Clinic to persons with disabilities 
  • Training
  • The use of assistive devices, service animals, and support persons by persons with disabilities
  • Client feedback regarding the provision of programs and services
  • Communication that enables individuals and takes into account their disability
  • Notice of temporary disruptions in services and facilities
  • Notice of availability and format of documents 

Training 

All Clinic staff, volunteers, students, contractors and those who deal with participants or clients on behalf of the Clinic and those involved in developing customer service policies, practices, and procedures will receive Accessibility Awareness Training within three (3) months of beginning their duties. 

The Clinic will provide training on: 

  • The Accessibility for Ontarians with Disabilities Act 2005, (AODA) and the requirements of Accessibility Standards for Customer Service
  • How to interact and communicate with persons with various types of disabilities 
  • Assistive devices or the use of service animals or support persons
  • How to use the equipment or devices available on the Clinic’s premises, or otherwise assist with the provision of programs or services to persons with disabilities
  • What to do if a person with a disability is having difficulty accessing Clinic programs and services
  • The Clinic’s policies, practices and procedures relation to the provision of program or services to persons with disabilities 

Ongoing training will occur on an as needed basis when changes are made to these policies, practices and procedures. The amount and format of training given will be tailored to suit each individual’s interactions with participants or clients and her involvement in the development of policies, procedures and practices pertaining to the provision of programs and services. 

Contractors and consultants providing services on behalf of the Clinic to participants or clients will be required to ensure their staff have the appropriate training. 

The Clinic will keep records of the training provided, including dates training is provided and the number of persons trained. 

Assistive Devices 

It is the Clinic’s policy to allow people to use their personal assistive devices to access our services, wherever possible. 

Service Animals 

Persons with disabilities may bring their service animals onto any part of the Clinic premises that are open to participants or clients, except in any site-specific areas where animals are prohibited by law. For prohibited areas, the Clinic will suggest appropriate alternatives and provide assistance. 

It is the responsibility of the owner to ensure the service animal is kept in control at all times while on Clinic premises or partaking in Clinic services. 

The Clinic will ensure that all staff, volunteers, and third parties dealing with the participants or clients are trained on how to interact with the person with disabilities who are accompanied by a service animal. 

Support Persons 

Persons with disabilities may bring their support person with them to the Clinic premises when accessing programs and services at no additional cost. 

If it is not readily apparent that the support person is required, the Clinic may ask the person with a disability for a letter from a qualified professional confirming the person requires a support person for reasons relating to their disability. 

Feedback Process 

To ensure the best services possible, the Clinic invites individuals to provide feedback on how the Clinic provides services to participants and clients with disabilities. The Clinic will respond to complaints within a timely manner and will take appropriate action to address the identified issue. 

Feedback may be provided to the Executive Director:  

Telephone: 416-323-9149 x244

In writing: 

Executive Director
Barbra Schlifer Commemorative Clinic 
489 College Street, Suite 503, Toronto, ON M6G 1A5 
Email: [email protected] 

Complaints will be processed through G2. Clients Complaints Policy.